@book{cd76e8fe4dde411fbc2e98be25207a83,
title = "Services marketing: Integrating customer service across the firm",
abstract = "In its fifth European edition, Services Marketing: Integrating Customer Focus across the Firm provides full coverage of the foundations of services marketing, placing the distinctive Gaps model at the centre of this approach. The new edition includes a brand-new chapter on AI and robotics in services as well as fully updated real-world and topical examples. The book focuses on the development of customer relationships through quality service, outlining the core concepts and theories in services marketing today.",
keywords = "512 Business and Management, Marketing, Customer services, Service industries",
author = "Alan Wilson and Zeithaml, \{Valarie A.\} and Bitner, \{Mary Jo\} and Gremler, \{Dwayne D.\} and Arezoo Fakhimi and Kristina Heinonen",
note = "Services marketing : integrating customer focus across the firm /Alan Wilson, Valarie A. Zeithaml, Mary Jo Bitner and Dwayne D. Gremler ; with contributions by Arezoo Fakhimi and Kristina Heinonen.",
year = "2026",
language = "English",
isbn = "9781526850621",
publisher = "Mcgraw-hill",
address = "United States",
edition = "5th",
}